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Brand Engagement
Brand engagement is the process of forming an emotional or rational attachment between a consumer and a brand. It comprises one aspect of brand management. Brand engagement will impact brand attachment and has a positive influence on customer purchase intentions. Brands can form these attachments through different strategies that will promote their brand and overall customer satisfaction. External Brand engagement between a brand and its consumers/potential consumers is a key objective of a brand marketing effort. In general, the ways a brand connects to its consumer is via a range of "touchpoints"—that is, a sequence or list of potential ways the brand makes contact with the individual. Examples include retail environments, advertising, word of mouth, online, and the product itself. The Marketing function is usually best positioned to orchestrate the organization-wide customer engagement strategy and they must be empowered to address touch points outside of their control. Im ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Consumer
A consumer is a person or a group who intends to order, or uses purchased goods, products, or services primarily for personal, social, family, household and similar needs, who is not directly related to entrepreneurial or business activities. The term most commonly refers to a person who purchases goods and services for personal use. Consumer rights “Consumers, by definition, include us all," said President John F. Kennedy, offering his definition to the United States Congress on March 15, 1962. This speech became the basis for the creation of World Consumer Rights Day, now celebrated on March 15. In his speech : John Fitzgerald Kennedy outlined the integral responsibility to consumers from their respective governments to help exercise consumers' rights, including: *The right to safety: To be protected against the marketing of goods that are hazardous to health or life. *The right to be informed: To be protected against fraudulent, deceitful, or grossly misleading informati ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Experience
Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the experience economy as the next level after commodities, goods, and services with memorable events as the final business product. Four realms of experience include esthetic, escapist, entertainment, and educational components. Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual components, and behavioral intentions. The pre-consumption anticipation experience can be described as the amount of pleasure or displeasure received from savoring future events, while the remembered experience is related to a recollection of memories about previous events and experiences of a product or service. Definitions Forbes describes the customer e ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Adam Joinson
Adam N. Joinson (born 1970) is a British author, academic and public speaker within the area of cyberpsychology. He is Professor of Information Systems at University of Bath, following posts at the University of West of England and the Open University. and has conducted ground breaking research into the psychology of Internet usage. Education and career Joinson studied for his undergraduate degree in Psychology at the University of London, Goldsmiths College in 1991. He then went to the University of Hertfordshire to obtain his PhD in Social Psychology in 1996. He has written a number of books, journal articles and proceedings that discuss major themes of psychology such as Social Penetration Theory, Cognitive Dissonance and Expectancy violations theory. The titles of these books include ''"Understanding the Psychology of Internet Behaviour"''. He has also edited ''"The Oxford Handbook of Internet Psychology"''. He is a Programme Director of research on 'Understanding and Coun ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Loyalty Business Model
The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability. The service quality model A model by Kaj Storbacka, Tore Strandvik, and Christian Grönroos (1994), the service quality model, is more detailed than the basic loyalty business model but arrives at the same conclusion. In it, customer satisfaction is first based on a recent experience of the product or service. This assessment depends on prior expectations of overall quality compared to the actual performance received. If the recent experience exceeds prior expectations, customer satisfaction is likely to be high. Customer satisfaction can also be high even wi ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Social Media
Social media are interactive media technologies that facilitate the creation and sharing of information, ideas, interests, and other forms of expression through virtual communities and networks. While challenges to the definition of ''social media'' arise due to the variety of stand-alone and built-in social media services currently available, there are some common features: # Social media are interactive Web 2.0 Internet-based applications. # User-generated content—such as text posts or comments, digital photos or videos, and data generated through all online interactions—is the lifeblood of social media. # Users create service-specific profiles for the website or app that are designed and maintained by the social media organization. # Social media helps the development of online social networks by connecting a user's profile with those of other individuals or groups. The term ''social'' in regard to media suggests that platforms are user-centric and enable communal ac ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Content Management System
A content management system (CMS) is computer software used to manage the creation and modification of digital content ( content management).''Managing Enterprise Content: A Unified Content Strategy''. Ann Rockley, Pamela Kostur, Steve Manning. New Riders, 2003. A CMS is typically used for enterprise content management (ECM) and web content management (WCM). ECM typically supports multiple users in a collaborative environment by integrating document management, digital asset management, and record retention. Alternatively, WCM is the collaborative authoring for websites and may include text and embed graphics, photos, video, audio, maps, and program code that display content and interact with the user. ECM typically includes a WCM function. Structure A CMS typically has two major components: a content management application (CMA), as the front-end user interface that allows a user, even with limited expertise, to add, modify, and remove content from a website without the in ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Towers Perrin
Towers Perrin was a professional services firm specializing in human resources and financial services consulting, which merged in January 2010 with Watson Wyatt to form Towers Watson. The firm was a provider of reinsurance intermediary services and was active in the actuarial consulting arena with its Tillinghast insurance consulting practice. History On March 1, 1934, Towers, Perrin, Forster & Crosby opened for business in Philadelphia, Pennsylvania. In 1987, Towers Perrin was established as the umbrella name for the firm. On June 28, 2009, Towers, Perrin, Forster & Crosby and Watson Wyatt Worldwide (NYSE:WW) announced their agreement to merge into a new publicly traded company called Towers Watson & Co. The merger was completed in January 2010. Offices Towers Perrin had offices and alliance partners in the United States, Canada, Europe, Asia, Latin America, South Africa, Australia and New Zealand New Zealand ( mi, Aotearoa ) is an island country in the south ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Total Shareholder Return
Total shareholder return (TSR) (or simply total return) is a measure of the performance of different companies' stocks and shares over time. It combines share price appreciation and dividends paid to show the total return to the shareholder expressed as an annualized percentage. It is calculated by the growth in capital from purchasing a share in the company assuming that the dividends are reinvested each time they are paid. This growth is expressed as a percentage as the compound annual growth rate. The main benefit of TSR is that it allows the performance of shares to be compared even though some of the shares may have a high growth and low dividends and others may have low growth and high dividends. Most stock market indices only use the growth of the prices of the companies making up the index. However, when they use TSR for the companies it is called a total return index or accumulation index. For example, corresponding to the S&P 500 index calculated by Standard and Po ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
The Service Profit Chain
''The'' () is a grammatical article in English, denoting persons or things already mentioned, under discussion, implied or otherwise presumed familiar to listeners, readers, or speakers. It is the definite article in English. ''The'' is the most frequently used word in the English language; studies and analyses of texts have found it to account for seven percent of all printed English-language words. It is derived from gendered articles in Old English which combined in Middle English and now has a single form used with pronouns of any gender. The word can be used with both singular and plural nouns, and with a noun that starts with any letter. This is different from many other languages, which have different forms of the definite article for different genders or numbers. Pronunciation In most dialects, "the" is pronounced as (with the voiced dental fricative followed by a schwa) when followed by a consonant sound, and as (homophone of pronoun ''thee'') when followed by a ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Brand Orientation
In marketing, brand management begins with an analysis on how a brand is currently perceived in the market, proceeds to planning how the brand should be perceived if it is to achieve its objectives and continues with ensuring that the brand is perceived as planned and secures its objectives. Developing a good relationship with target markets is essential for brand management. Tangible elements of brand management include the product itself; its look, price, and packaging, etc. The intangible elements are the experiences that the target markets share with the brand, and also the relationships they have with the brand. A brand manager would oversee all aspects of the consumer's brand association as well as relationships with members of the supply chain. Definitions In 2001, Hislop defined branding as "the process of creating a relationship or a connection between a company's product and emotional perception of the customer for the purpose of generating segregation among competitio ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Brand
A brand is a name, term, design, symbol or any other feature that distinguishes one seller's good or service from those of other sellers. Brands are used in business, marketing, and advertising for recognition and, importantly, to create and store value as brand equity for the object identified, to the benefit of the brand's customers, its owners and shareholders. Brand names are sometimes distinguished from generic or store brands. The practice of branding - in the original literal sense of marking by burning - is thought to have begun with the ancient Egyptians, who are known to have engaged in livestock branding as early as 2,700 BCE. Branding was used to differentiate one person's cattle from another's by means of a distinctive symbol burned into the animal's skin with a hot branding iron. If a person stole any of the cattle, anyone else who saw the symbol could deduce the actual owner. The term has been extended to mean a strategic personality for a product or c ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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